Joseph Gatimu

Adaptive and dynamic professional with hands-on experience for tailoring solutions. Proven ability to exceed targets delivering an unforgettable customer experience and organizational performance. Equipped with 8 years of experience in BPO (business process outsourcing) and 4 years in customer experience. Demonstrates strong analytical and project management skills. Committed to leveraging these qualities to drive team success and contribute to organizational evolution.

Recognized for facilitative leadership in a cosmopolitan environment, nurturing proficiency in customer excellence and operational functions such as business development, compliance, policy development, and brand campaigns to drive performance. Developed exceptional communication skills and fostered mutually beneficial business relationships while working with over 32 African markets of the agencies & franchises.

• I was awarded a certificate for the understudy management program, where I served as the Business Desk Team Leader for the first half of 2019. This was a flagship cycle project launched by Multichoice Kenya.
• Part of the elite team nominated to oversee the launch of Clarity in Uganda by the regional project manager dubbed 'Clarity Go-Live Uganda'
• Pioneered the creation of the company internal intranet as an administrator with the objective to act as a knowledge hub to facilitate efficiency and promote customer experience.
• Successful deployment, training & roll out of SMA systems Project, as resourceful sales tool in use by ESP agents in Nakuru, Meru & Kisumu.

• Collaborated with an Elite team in the deployment and implementation of an automated ticketing system with the objective to offer efficiency in the customer escalation process.
• Achieved a successful deployment and roll-out of a sales business tool, FSS (Field Sales Services), that was aimed to grow and acquire higher sales by scaling upwards our channel distribution in Rwanda, Sierra Leone, Liberia, and DRC markets.
• Supervised team of 15 staff members, by creating an efficient-model program, thus developed a contemporary back-office that addressed all pertinent customer-facing issues.